Your company's culture is shifting. How do you respond to clients or customers dissatisfied with the changes?

It is important that your customers are aware of the major elements of the change journey including the reasons, highlights and probable impacts. Communicate delays, changes, breakdowns beforehand. Create an environment where open and constructive dialogue is possible. Acknowledging their discomfort is very important. While reassuring them, gather more objective feedback on how and what is impacting them precisely. Strive to balance their requirements and integrate them with the newly formed strategies. Providing necessary resources and handholding them through the transition is crucial. Your commitment towards them should be visible not just in words but in actions too.

In my experience, the first step in dealing with dissatisfied clients is to acknowledge their concerns. Show empathy and understanding for how the changes might be impacting them. A simple acknowledgement can go a long way in making them feel heard and valued. It sets a positive tone for the conversation and builds the groundwork for a constructive dialogue about the changes.

Clear communication is crucial when explaining why the changes were necessary and how they align with the company’s long-term goals. Provide specific examples of how these changes will benefit the client or customer in the long run. Transparency about the reasons behind the changes and the expected outcomes helps mitigate misunderstandings and builds trust.

Offer additional support during the transition period. This could be through more frequent check-ins, providing extra resources, or having a dedicated point of contact for any issues that arise. Show your clients that you’re committed to their success and willing to go the extra mile to ensure a smooth transition. This proactive approach can turn a potentially negative situation into a demonstration of your commitment to customer service.

In my opinion, valuing feedback is critical, especially during periods of change. Encourage clients to share their thoughts on the changes and what could be done better. This not only helps in making immediate improvements but also demonstrates that you value their input and consider it in your business decisions. Use this feedback to refine your approach and better serve your clients, strengthening the relationship further.

Be deliberate in collecting Client feedback - especially in the transitional times. Clients are humans and the feeling of being heard matters for them , as much as for anyone. Feeling heard is what creates connection between people. This can positively transform (or at least maintain) the brand royalty. In such state their feedback will be rather constructivenot dismissive and, if implemented, can increase further the value of the brand.

Any change may need to be course-corrected. If it is based on the feedback from a critical Client, it may be necessary - to sustain or even strenghten the relationship and generate greater value in the long term. It is hoever important to communicate such twists to the employees , in a transparent way , with specific rationale - in order to avoid a sensation of instability and chaos.

Customers may raise concerns to a culture change initiative (only?) when they start sensing that such a change is downgrading the service levels. Example: a company is implementing high-end technology that may seem like loosening the personal ties. It is important to notice that the relationships with Customers are actually maintained and executed by its Employees. This is where the fear of change resonates from. Thus, in order to secure high quality relations with Customers, the relationships with and among Employees shall be considered the company top priority. They need to feel (and have evidence) that the change will maintain/increase the brand value and their sense of belonging. Customers will feel it immediately after.